Automated Retail Technical Operations Engineer
Redmond · Redmond, WA - US · Hybrid · Posted Oct 2, 2026
At a glance
- Workplace
- Hybrid
- Location
- Redmond · Redmond, WA - US
About the role
- As an Automated Retail Technical Operations Engineer at The Pokémon Company International, you will ensure the seamless operation of the vending machine network.
- You will provide expert-level remote troubleshooting, diagnostics, and technical guidance while collaborating with field technicians, merchandisers, and vendors.
- This position requires analyzing machine performance data and driving continuous improvement throughout support processes.
Responsibilities
- Collect, analyze, and interpret machine performance data to uncover trends, root causes, and opportunities for proactive maintenance and innovation
- Support the integration and continuous improvement of key systems such as Salesforce CRM and Kiosk 360
- Enhance data flow, user experience, and operational efficiency across platforms
- Implement and refine proactive monitoring strategies to identify and address potential machine problems before they impact service
- Identify and implement improvements, automation opportunities, and efficiency gains within the support function
- Develop and maintain comprehensive documentation and training materials to empower the support team and field technicians
- Monitor and maintain the performance of the nationwide kiosk network
- Lead remote diagnostics and resolution of complex technical issues to minimize downtime and maximize customer satisfaction
- Manage escalated and complex support tickets with a focus on resolution speed and technical accuracy
- Partner with software and field vendors to resolve complex issues and advocate for product enhancements
Requirements
- Five (5) to seven (7) years of relevant professional experience or a demonstrated equivalent level of expertise preferably within the automated retail, vending machine industry, or technology-based company
- In-depth knowledge of vending machine technology, hardware, software, and networking such as UPS, switches, hubs, etc.
- Strong data analysis and reporting skills using tools like Power BI or Tableau
- Proven track record of working effectively on cross-functional teams and collaborating with vendors
- Advanced proficiency in using remote diagnostic and troubleshooting tools
- Experience with Microsoft Azure environments, Windows domains, and InTune remote PC configuration and management to create solutions and streamline processes
Preferred qualifications
- Experience with process automation and scripting
Benefits
- Competitive cash-based compensation programs
- 100% employer-paid healthcare premiums
- Generous paid family leave
- Employer-paid life insurance
- Employer-paid long and short-term income protection insurance
- 401k Employer Matching
- Fitness reimbursement
- Commuter benefit
- LinkedIn learning
- Comprehensive relocation package for certain roles
Workplace
- Hybrid work environment
Skills
- Salesforce CRM
- Kiosk 360
- Power BI
- Tableau
- Microsoft Azure
- Windows
- InTune
- Networking
